ShoreTel 11. ShoreTel Communicator for Windows Guide

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ShoreTel Communicator for Windows

Guide

RELEASE 11

USER GUIDES

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Copyright © 1998–2010 by ShoreTel, inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc.

ShoreTel Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to, typographical, arithmetic, or listing errors.

Trademarks

ShoreCare, ShoreWare, and ShoreGear are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShoreTel, ShorePhone, Office Anywhere and ShoreTel Smart, are trademarks of ShoreTel, Inc. in the United States and/or other countries.

Microsoft, Windows, Windows NT, and ActiveX are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. VxWorks is a trademark of Wind River Systems. All other copyrights and trademarks herein are the property of their respective owners.

Patents

This product is covered by one or more of the following patents: United States patent 6,996,059, United States patent 7,003,091, United States patent 7,167,486, United States patent 7,379,540, and United States patent 7,386,114. ShoreTel, Inc. All rights reserved. ShoreTel, Inc. All rights reserved.

Version Information

ShoreTel Communicator for Windows Guide Release 11

Part Number: 800-1391-01 Version CR-3

Date: August 26, 2010

Company Contact Information

ShoreTel, Inc.

960 Stewart Drive

Sunnyvale, California 94085 (408) 331-3300

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Introduction

1.1 ShoreTel Communicator for Windows

ShoreTel Communicator, formerly known as Call Manager, is the end-user application for all users across an organization, whether an operator, a Contact Center agent, a knowledge worker, or a road warrior. ShoreTel Communicator for Windows is the application for the Windows operating system.

1.2 ShoreTel Communicator Access Levels

While everyone on the ShoreTel system uses the same ShoreTel Communicator, different types of users will have access to different feature capabilities based on their Access Level:

•

Personal Access comes standard with the ShoreTel UC system and offers a rich set

of features designed for ease of use at the desktop.

•

Professional Access offers advanced features such as IM, softphone, personalized

call handling and high-quality video for users who depend on constant communication in their work environment.

ShoreTel includes SoftPhone and Standard Resolution Video licenses with the purchase of a Professional Access License. Users must install these licenses to access SoftPhone and VGA Video.

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Workgroup Agent Access enables call center agents to perform automatic call

distribution (ACD) functions such as viewing calls in queue, log into queue, and accessing team mailboxes.

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Workgroup Supervisor Access helps call center supervisors to monitor all their

agent and queue activity. Supervisors can also monitor, coach, and barge into call center sessions.

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Operator Access provides features such as busy call appearance and call pick up

for operators, executive administrators and receptionists. Built-in tools include IM and presence information.

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Mobile Access offers mobile users access to familiar functions such as ShoreTel

QuickDialer, corporate and address book contacts, and visual voicemail. Users can make their mobile phone the enterprise extension on the fly, and easily change their call handling settings to meet their mobile requirements.

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1.3 System Requirements

1.3.1 Operating Systems

ShoreTel Communicator for Windows is supported on the following operating systems:

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Windows Client Operating System

— Windows XP Professional, 32 bit, SP3 — Windows Vista Business, 32-bit, SP2 — Windows Vista Enterprise, 32-bit, SP2 — Windows Vista Enterprise, 64-bit, SP2 — Windows 7 Business, 32-bit

— Windows 7 Enterprise, 32-bit — Windows 7 Business, 64-bit — Windows 7 Enterprise, 64-bit

— Unicode support (Double Byte Character)

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Windows Terminal Server

— Windows 2008 Terminal Server, 32-bit, SP2 — Windows 2008 Terminal Server , 64-bit

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Citrix

— XenApp 5.0 on Windows 2008-32-bit (Isolation mode is not supported) Note: ShoreTel Communicator integration with ShoreTel Contact Center does not support XenApp 4.5 and 5.0

For current information about support for specific Citrix versions and ShoreTel Communicator features on the Citrix platform, refer to the Citrix product bulletin.

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1.3.2 Hardware Requirements

Computer Hardware requirements for running ShoreTel Communicator depend on the ShoreTel Communicator type and the use of video. Table 1-1 displays the minimum recommended configuration for computers running ShoreTel Communicator.

1.3.3 Video Requirements

Computers configured for video calls require the following:

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VGA Video: Graphic Card with 64 MB of VRAM, DirectX 9.0c-compatible

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XGA Video: Graphic Card with 256 MB of VRAM, DirectX 9.0c-compatible

Video calls require the following bandwidth:

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VGA: 600 kbps

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XGA: 1.2 Mbps

ShoreTel Communicator Version Processor RAM

a

a. Lists ShoreTel Communicator memory requirements during normal operation. When running other office applications on the PC in addition to ShoreTel Communicator, memory recommendations are 512 MB (XP) or 1 GB (Vista).

Disk Spaceb

b. Disk space requirement is for installation on a system without .NET Framework installed previously. Once installed, ShoreTel Communicator requires less than 100MB of disk space.

Available RAM XP Vista XP / Vista XP / Vista

ShoreTel Communicator with Personal Access

Pentium 3 – 800 MHz 1 GB 2 GB 1 GB 100 MB ShoreTel Communicator with

Professional Access

Pentium 4 – 2.0 GHz 1 GB 2 GB 1 GB 150 MB

ShoreTel Communicator Agent, Supervisor, Operator Access (<40 extension presences)

ShoreTel Communicator Agent, Supervisor, Operator Access (<500 extension presences)

All Versions, VGA Video Dual-Core 1.6 GHz 1 GB 1 GB 1 GB 150 MB All Versions, XGA Video Core 2 Quad 2.4 GHz 1 GB 2 GB 1 GB 150 MB

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2

Getting Started

2.1 Introduction

This chapter discusses installation issues and describes application preferences.

2.2 Installation

ShoreTel Communicator is a .NET Framework 2.0 or higher application. The ShoreTel Communicator installer automatically downloads the correct .NET version if it is not present during the upgrade or install. Users are then prompted to accept the End User License Agreement from Microsoft to proceed with the .NET installation. Internet connectivity is required during the installation process.

2.2.1 Normal Installation

Use the ShoreTel Communicator Install HTML page to install ShoreTel Communicator, as shown in Figure 2-1. Contact your system administrator for the URL of your ShoreTel Communicator Installation page.

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2.2.2 64-bit Platform Support

ShoreTel 11 extends support for running ShoreTel Communicator on 64-bit platforms to include Microsoft Windows 7 – Business Enterprise editions.

ShoreTel Communicator disables SoftPhone, Video, and Outlook integration while running in Terminal server mode. These functions remain unavailable when running ShoreTel Communicator on 64-bit WTS platforms.

NOTE: All ShoreTel Communicator features available on the 32-bit Vista platform remain available when running the application on the 64-bit operating system with the following exceptions:

• XGA Video.

NOTE: ShoreTel supported XGA camera is not compatible with 64-bit Vista client.

Installing ShoreTel Communicator on 64-bit Windows running Citrix or Windows Terminal Server requires the following steps:

Step 1 Install .Net Framework for 64-bit Windows Citrix machines – Version 2.0 or

higher.

.Net Framework is not supplied with the ShoreTel installation software. This software is available from Internet sources or from your software vendor.

Step 2 Install ShoreTel Communicator.

Step 3 Access Control Panel -> Phone and Modem -> Advanced (tab) and remove

ShoreTel Remote TAPI Service Provider.

Step 4 Run TSPInstall.exe

TSPInstall.exe is provided with the ShoreTel installation software.

Installing ShoreTel Communicator on a 64-bit platform places files in the following folders:

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The default location is C:\Program Files (x86)

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The location of 32-bit client dll files is C:\Windows\SysWow64

2.3 Access to ShoreTel Communicator

2.3.1 Starting ShoreTel Communicator

Start ShoreTel Communicator by clicking the ShoreTel Communicator application icon that was placed on your desktop or Start menu when ShoreTel Communicator was installed. You can also configure ShoreTel Communicator to automatically start when you log into Windows.

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To configure ShoreTel Communicator to start when you log into Windows: Step 1 Open Options and Preferences by performing one of the following:

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Select Tools -> Options from the Main menu.

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Click the Application Button and select Options.

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Right click the ShoreTel icon in the System Tray and select Options.

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Press Ctrl+O.

Step 2 Select General in the panel on the left side of the window.

Step 3 Mark the Start ShoreTel Communicator when you login to Windows checkbox.

Section A.2.1 on page 175 describes the Options and Preferences: General panel.

2.3.2 Exiting ShoreTel Communicator

Exiting ShoreTel Communicator terminates program execution. ShoreTel Communicator must be running to monitor the system for inbound messages, view presence, or engage in instant message conversations.

To exit ShoreTel Communicator, right click the ShoreTel icon in the System Tray icon and

select Exit.

2.3.3 Closing and Opening ShoreTel Communicator

Closing and opening ShoreTel Communicator manipulates the ShoreTel Communicator window without affecting the run status. Closing ShoreTel Communicator removes the ShoreTel Communicator window from the monitor while ShoreTel Communicator continues to run in the background. ShoreTel Communicator continues to monitor the system for inbound voice calls or instant messages. The System Tray displays the ShoreTel icon when ShoreTel Communicator is in operation, regardless if the ShoreTel

Communicator window is open or closed.

Opening ShoreTel Communicator displays the ShoreTel Communicator window on your monitor.

To Close the ShoreTel Communicator window, perform one of the following:

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Click the Application Button and select Close.

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Click the Exit icon on the top right corner of the ShoreTel Communicator window.

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Press Alt+F4.

To Open the ShoreTel Communicator window, perform one of the following:

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Right click the ShoreTel icon in the System Tray and select Show ShoreTel Communicator.

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Double click the ShoreTel icon in the System Tray.

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2.3.4 Active Directory Integration

When ShoreTel Active Directory (AD) Integration is enabled, access to ShoreTel

Communicator is available to all system users, including users without domain accounts or not configured as ShoreTel AD users.

2.3.4.1 Initial Configuration

When installing ShoreTel Communicator, users authenticated through AD are not queried for their credentials; they are immediately prompted for the server name after which wizard panels guide them through the setup process.

Users that are not authenticated through AD are required to enter their name, password and server name. After verifying the user’s credentials, ShoreTel Communicator guides the user through the setup process.

2.3.4.2 Logging into ShoreTel Communicator

Attempts to log into ShoreTel Communicator after the initial setup are handled on the basis of the user’s AD configuration. Active Directory users are authenticated by SSO through the verification of their AD credentials. Users not configured for Active Directory are

authenticated against their ShoreTel username and password, as previously loaded through their ShoreTel Communicator account. In either case, users are typically not required to re-enter their username or password each time they open ShoreTel Communicator.

2.3.4.3 User Name – Telephony Options panel

The User Name data field at the top of the Options and Preferences: Telephony panel displays the User name of the ShoreTel Communicator account. This field is read only for users authenticated through AD credentials, as shown in Figure 2-2.

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2.4 Usage Preferences

2.4.1 Language Selection

ShoreTel Communicator displays menus in all languages available on systems that support multiple languages. You can also specify the language through which the ShoreTel system communicates voice mail audio commands and ShorePhone display messages.

To specify the languages ShoreTel Communicator uses to display menu information:

Step 1 Open Options and Preferences by performing one of the following:

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Press Ctrl+O.

Step 2 Select Languages in the menu on the left side of the window. Step 3 Select the desired options from the following drop-down menus.

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The Language used in ShoreTel Communicator parameter specifies the language displayed in the panels.

The System Default option refers to the default language as configured on your ShoreTel system.

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The Language used by voice mail prompts and IP phones specifies the language the system uses to display IP Phone messages and for voice mail audio prompts.

Step 4 Exit and Re-open ShoreTel Communicator.

Section A.2.18 on page 198 describes the Options and Preferences: Languages panel.

2.4.2 Sound Preferences

You can configure ShoreTel Communicator to play audio wav files when you receive a message or call. Specific events that can generate an audio alert include

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New Voice Message

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Incoming Call

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Incoming Instant Message

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Incoming Monitored Call

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Incoming Bridged Call Appearance

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Incoming Agent Call

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Queue Monitor Alert

To specify the wav files that ShoreTel Communicator plays to signal an audio alert: Step 1 Open Options and Preferences by performing one of the following:

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Click the Application Button and select Options.

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Right click the ShoreTel icon in the System Tray and select Options.

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Press Ctrl+O.

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Step 2 Select Sounds in the menu on the left side of the window.

Step 3 Select the desired event from the event table at the top of the window, located

right of the menu.

Step 4 Press the Browse button to search for the desired wav file.

Section A.2.17 on page 197 describes the Options and Preferences: Sounds panel.

2.4.3 Configuring the External Number Prefix

The Trunk Access Code (TAC) is the prefix you must dial before entering a phone number when calling a device external to your ShoreTel system. The prefix that you dial depends on the trunk that routes your calls. Consult your system administrator for information about your system configuration.

To specify the Trunk Access Code that ShoreTel Communicator uses to route your external calls:

Step 1 Open the Options and Preferences window by performing one of the following:

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Press Ctrl+O.

Step 2 Select Telephony in the menu on the left side of the window.

Step 3 Select the desired prefix from the Prefix to dial external number drop-down

menu.

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3

Accessing ShoreTel Communicator

3.1 ShoreTel Communicator Windows

ShoreTel Communicator windows provide access to ShoreTel client services. In addition to initiating and managing communication sessions, you can view the presence of other users, adjust your presence, perform Workgroup and Contact Center functions, and access contact information, voice mail, and call history from these windows.

3.1.1 Window Types

ShoreTel Communicator windows provide access to client application features, inform the user of incoming messages, and display communication session status. ShoreTel

Communicator windows include the Main Window, Satellite Windows, and Alerts.

3.1.1.1 Main Window

The Main window displays buttons, bars, and menus through which users view status, configure settings, manage voice mail, and initiate communication sessions. The title bar of the Main Window indicates the user’s extension.

Figure 3-1 displays an example of the main window where the Viewing Mode is set to normal; refer to Section 3.2 on page 32 for Viewing Mode information. The title bar in the ShoreTel Communicator window shown in Figure 3-1 indicates the user’s extension is 2569.

The Main window structure and the set of menus available for display depend on the

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3.1.1.2 Satellite Window

A Satellite window is a ShoreTel Communicator component that

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displays ShoreTel Communicator viewers.

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is separated from the Main ShoreTel Communicator window.

When the Viewing option is set to Normal or Docked, ShoreTel Communicator can be configured to display viewers either through the main window or through a satellite window. You can drag satellite windows into the Main Window content area or drag viewers in the Main window to create a Satellite window. Section 3.1.3 describes ShoreTel Communicator window manipulation operations.

When the Viewing Option is set to Miniature, viewers are always displayed through a Satellite window.

Section 3.3 on page 34 describes ShoreTel Communicator Viewers and includes a list of available viewers. A Satellite window can contain more than one viewer. Alternatively, a separate satellite window can be opened for each viewer.

The Satellite window in Figure 3-2 contains the Contacts viewer.

3.1.1.3 Alerts

An Alert is a popup that ShoreTel Communicator displays in the bottom right corner of the user’s monitor to inform the user of an incoming voice call or instant message. Figure 3-3 displays a Voice Call Alert.

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Voice call alerts contain buttons for accepting the call or sending the call to Voice Mail. Clicking in an Instant Message alert opens the message panel from which the user can respond and continue the conversation. The function and appearance of alerts is the same for all viewing modes.

3.1.2 Window Components

The ShoreTel Communicator Main window is the primary window for accessing ShoreTel client services. In addition to initiating and managing communication sessions, users can adjust their call handling mode or presence; view the presence of other system users; and access directory entries, calling history, and voice mail through this window.

Figure 3-4 displays the ShoreTel Communicator Main window in normal viewing mode.

3.1.2.1 Application Button

The Application Button appears as the ShoreTel logo in the upper left corner of the Main window. Click the Application Button to display menus that access communication session commands, configuration options, and parameter settings.

The Application Button is visible in Normal, Docked, and Miniature viewing modes.

3.1.2.2 Main Menu

The Main Menu is located below the title bar and above the Toolbars. Each word on the Main Menu accesses a drop down menu that displays commands, configuration settings, and viewing options. Main Menu options are also available through the Application Button. To control the display of the Main Menu, select View -> Main Menu from the Application Button, the Main Menu, or the System Tray context menu.

The Main Menu is not available in Miniature viewing mode.

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3.1.2.3 Assignment Bar

The Assignment Bar is located below the Toolbars and above QuickDialer. Each word on the left side of the Assignment bar accesses a drop down menu that lists options for assigning the user’s access device, IM presence setting, and Call Handling Mode, and for displaying Viewers. Workgroup members also assign login status from the Assignment bar. All Assignment bar options are also available through the Application Button or the System Tray context menu.

The icons on the right side of the bar provides status for current ShoreTel Communicator calls:

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The Microphone icon displays the mute status of the current call when you conduct calls through SoftPhone.

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The Keypad icon accesses a keypad through which dialing tones (DTMF) can be sent during active voice calls.

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The Telephone icon indicates the current call and on-hook phone status and lists the quantity of unanswered calls.

3.1.2.4 Toolbars

Toolbars provide single button access to ShoreTel Communicator tasks. ShoreTel

Communicator can display up to ten toolbars and each toolbar has a maximum capacity of 24 buttons. Toolbars are configured by the system administrator.

Toolbars are an optional component of the ShoreTel Communicator Main and Miniature windows. To control the display of the Toolbars, select View -> Show <toolbar name> from the Application Button, Main Menu, or the System Tray context menu.

3.1.2.5 QuickDialer

QuickDialer provides drop-down access to directory names and phone numbers that match the text in the data entry field. You can also enter, paste, or drag numbers into the

QuickDialer field.

As shown in Figure 3-5, the right side of the QuickDialer field provides the following:

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Redial button – accesses a list of recent dialed or received calls, as configured in the

Options and Preferences: QuickDialer panel.

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Go arrow – initiates a call to the selected contact in the QuickDialer field. Access to

the Go arrow is configured in the Options and Preferences: QuickDialer panel. Section A.2.2 on page 176 describes the Options and Preferences: QuickDialer panel.

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You can specify the following information when entering the intended call recipient in the QuickDialer data entry field:

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The recipient’s name, as listed in your directory.

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The recipient’s number as listed in your directory.

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A valid phone number, as specified by your system.

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Redial recently dialed numbers

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Company name

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Email address

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IM address

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Department name, as a name qualifier

As you fill the data entry field, ShoreTel Communicator displays a drop down menu that lists the contents of your directory filtered by the QuickDialer contents. When you select a contact in this menu your phone initiates the call as specified by your telephony settings. QuickDialer configuration options can prevent QuickDialer from displaying contact information for fax machines and companies. QuickDialer can also display available calling actions for filtered contacts. The Options and Preferences: QuickDialer panel configures these options.

QuickDialer tokens typed into the data entry field are matched to an index of directory entries. A drop down panel displays the a list of Directory entries filtered by the token matches.

QuickDialer properties include:

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Tokens are delimited by spaces: — mark is a single token string — ma th is a two token string — m s w t is a four token string

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Directory entries match a token string when each input token maps to a distinct word within the name of the entry, without regard to case or order:

— mark matches Mark Thomason and Tim Markison — ma th matches Marge Thorpe and Thad Martin

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Each input token must match a word within the index name: — p p matches Pauline Paulus but not Peter Hicks

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Parentheses, apostrophes, and hyphens are not considered when matching entries: — one matches O’Neal

— tex matches John (Tex) Jones

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QuickDialer matches individual words within company names: — net matches High Country Networks

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Only single token searches (strings with no spaces) match email and IM addresses — mthomason@an matches a user’s ([email protected] – Mark

Thomason) record.

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The Department field can be used to refine a Name search.

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In multiple token search, only the first token can match email addresses, IM addresses, or phone numbers.

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3.1.2.6 Active Call Area and Call Cells

The Active Call Area displays call cells for each voice call that ShoreTel Communicator is handling. The Active Call Area in Figure 3-4 contains one call cell. The Active Call Area can be configured to display the blank call cells by selecting Tools -> Options -> Preferences from the Application Button, Main Menu, or the System Tray context menu.

Call cells display status and time information about active calls that ShoreTel

Communicator is handling. Each call represents one call appearance. Operations available through main window buttons are performed on the highlighted call appearance. You can also perform operations on a call through a context menu by right clicking on the call cell. The left side of a call cell indicates the status and duration of the connection with the other party on the call appearance, along with the name and number of that party. The right side of the call cell contains buttons for performing call management tasks on the call

appearance. To determine the function of an individual button, hover the cursor above that button until ShoreTel Communicator displays a popup description.

The Active Call Area in Figure 3-6 contains two call cells:

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The top cell corresponds to a call with Adam Pierce. The icon on the left side of the indicates that the call is currently connected to the device that is assigned to your extension. The text indicates the name and number of the other party and that the call is connected to the extension device. The buttons on the right side indicate the operations that can be performed on the call which are, respectively, Hold, Transfer, Conference, Hang up, and View Additional Information. Because this call is

highlighted, call management operations initiated from Main Window menus are performed on this call.

The call cell indicates that AES-SRTP encryption is active during a call with a small padlock icon located next to the call status icon. The padlock icon indicates the call media is secure on the ShoreTel network; ShoreTel cannot guarantee call security outside of the network, such as calls that terminate across an analog or digital trunk.

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The bottom cell corresponds to a call with Hannah Poulson. As indicated by the status icon and text, this call is on hold. The set of operation buttons on the right side of the cell differ from those in the other cell because of the call state. The available buttons include Answer, Conference, Hang up, and View Additional Information. The call is not highlighted; clicking anywhere in the cell highlights the call.

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3.1.2.7 Content Area

Content Areas display one or more viewers, such as the Contact List or the Directory List. The ShoreTel Communicator Main window may contain up to eight Content Area regions. Content regions can be dragged from the Main window into a Satellite window. Conversely, Satellite windows can be dragged into the Main window to create a Content Area.

3.1.2.8 Status Bar

The Status Bar is located at the bottom of the ShoreTel Communicator window. The left side displays error and status messages.

3.1.3 Manipulating ShoreTel Communicator Windows

Viewers can be displayed in the ShoreTel Communicator Content Area or in Satellite windows. Users can incorporate Satellite windows into the Main window. Conversely, Viewers can be moved from the ShoreTel Communicator window into Satellite windows.

The following procedure configures ShoreTel Communicator to permit window manipulation:

Step 1 Open the Options and Preferences window by performing one of the following:

•

Select Tools -> Options from the Main Menu.

•

Press Ctrl+O.

Step 2 Select General in the menu on the left side of the window. Step 3 Mark the Enable drag-and-drop Window arrangement checkbox.

By default, Enable drag-and-drop Window arrangement is enabled for Workgroup Agent, Workgroup Supervisor, and Operator type; this parameter is disabled for Personal and Professional access levels.

3.1.3.1 Separating Windows

Drag and drop operations remove content areas from the Main window and separate viewers from a single Satellite window.

To separate panels from a tiled window, point the cursor at the Title Bar of the panel to be removed, left click and hold the left mouse button, then drag the panel outside of the window boundary.

To separate a panel from a tabbed window, point the cursor at the tab of the panel to be removed, left click and hold the mouse button, then drag the panel outside of the window boundary.

3.1.3.2 Combining Two Satellite Windows

Figure 3-7 displays a windows desktop that contains the Main window and two Satellite windows. The top satellite window contains the Contact List; the bottom Satellite window contains the Speed Dial list. The following procedure moves the Contact List into the Satellite window containing the Speed Dial List.

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To combine two satellite windows:

Step 1 Point the mouse cursor at the Title Bar of the window to be moved, then click

and hold the left mouse button. Figure 3-7 shows the cursor pointing on the Title Bar of the Contact List.

Moving the Satellite window displays Global Drop Targets in the Main window.

Step 2 Drag the window into the body of the receiving Satellite window. Figure 3-8

shows the Contact List as it is moved into the Satellite window containing the Speed Dial List.

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As a window receives a Satellite window, it displays a local drop target, as shown in Figure 3-8. Local drop targets contain five icons – one in each of the protruding regions and one in the center. Each icon in the protruding regions represent an edge of the Satellite window.

Step 3 Hover the cursor over a selected drop target region until the receiving window

displays a preview shadow. In Figure 3-9, the cursor is hovering over the bottom drop target icon.

The shaded area represents the proposed position of the Contact List within the receiving Satellite window.

Step 4 Release the Mouse button.

Figure 3-10 displays the Satellite window that results from releasing the mouse button while hovering on the bottom drop target, as shown in Figure 3-9. The global drop targets in the Main window disappear when the mouse button is released.

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Releasing the mouse while hovering over protruding drop target icons results in the Satellite window displaying the viewers as tiled panels, as shown in Figure 3-10. Releasing the mouse while hovering over the center drop target icon results in the Satellite window displaying the viewers as tab panels, as shown in Figure 3-11.

Figure 3-10 Tiled Viewers within a Satellite window

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3.1.3.3 Moving a Satellite Window into the Main Window

The procedure for moving a Satellite window into the Main window is similar to that for combining two Satellite windows. When moving panels into the Main window, two sets of drop targets appear. The outer targets are used for adding a content area to the window. The interior drop targets are used to incorporate the added panel into an existing content area. Figure 3-12 depicts the result of hovering the Satellite window over a global drop target. The window panel is inserted into the entire ShoreTel Communicator Main window.

Figure 3-13 depicts the result of hovering the Satellite window over a local drop target. The window panel is inserted only into the Content Area of the Main window.

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3.2 Viewing Modes

ShoreTel Communicator provides three viewing modes for displaying the Main ShoreTel Communicator window: Normal, Miniature, and Docked. When ShoreTel Communicator is opened, it maintains the viewing option setting that was active when it was closed. When ShoreTel Communicator is active but not visible on the desktop, the System Tray displays a ShoreTel icon which, when pressed, opens the ShoreTel Communicator window.

3.2.1 Normal Mode

The Normal ShoreTel Communicator window, shown in Figure 3-1, can be configured to contain all ShoreTel Communicator window components. The Normal window can be moved anywhere on the desktop by dragging the title bar. To resize the width and length of the Normal window, click and drag any of the four window edges.

To display the Main Manager in Normal mode, select View -> Normal from the Menu bar,

Application Button, or the System Tray context menu.

Moving viewers between the Main window and satellite windows requires that the Windows Manipulation option is enabled, as described in Section 3.1.3 on page 27.

3.2.2 Miniature

The Miniature view, shown in Figure 3-14, is a compact version of the main window. The Miniature view always displays the Application Button, QuickDialer, and Call List. The Call Toolbar is accessed in Miniature mode through a Application Button option. All viewers are accessible through a Satellite window.

To display the Main Window in Miniature view, select View -> Miniature from the Menu

bar, Application Button, or the System Tray context menu.

To move the Miniature Main Window, click and hold in the dark blue region on the left or

right side of the window, then drag it to the desired location.

3.2.3 Docked

ShoreTel Communicator provides four Docked window settings, one for each edge of the computer monitor. When ShoreTel Communicator is docked, it is located permanently on the edge of the window specified by the docking command. In Figure 3-15, ShoreTel Communicator is docked to the bottom of the monitor.

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•

When ShoreTel Communicator is docked to the left or right side, the window

spans the monitor from top to bottom. The width is adjustable. The viewers can appear either in the Main ShoreTel Communicator window or in Satellite windows.

•

When ShoreTel Communicator is docked to the top or bottom of the monitor,

the height of the window is fixed and the window spans the monitor from the left to right sides. Viewers only appear in Satellite windows.

To display ShoreTel Communicator in Docked view, select View from the Menu bar, the

Application Button, or the System Tray context menu, then select one of the Docked options at the bottom of the menu.

3.2.4 System Tray

The System Tray displays a ShoreTel icon when ShoreTel Communicator is running. Clicking the ShoreTel icon opens the ShoreTel Communicator window on the desktop and returns focus to the window. Right clicking the System Tray icon opens a context menu that displays most options available through the Application Button.

Figure 3-16 displays the ShoreTel icon in the System Tray.

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3.3 Viewers

Viewers are lists that display resources available through ShoreTel Communicator

including your voice mail, contacts, directory lists, speed dial contacts, and call history. You access Viewers through the Content Area of the Main window or through a Satellite window.

The following is a summary of the ShoreTel Communicator viewers. A complete description of each panel is provided in the referenced sections.

•

Directory: The Directory viewer displays all contact information for all system

users. You can store personal contacts and import contact entries from Microsoft Outlook to the Directory viewer. Section 8.2 on page 91 describes the Directory Viewer.

•

Contacts: The Contact viewer displays your contact lists. Contact lists provide

convenient access to selected entries from your directory of addresses. Section 8.3 on page 96 describes the Contacts Viewer.

•

History: The History viewer displays information about previous calls you made

and received. It can be used to display calls you made and the phone numbers of people who called you. Section 4.9 on page 72 describes the History Viewer.

•

Voice Mail: The Voice Mail viewer manages your voice messages. In addition to

viewing your messages, you can listen to, sort, and delete messages from this panel. Section 9.3 on page 115 describes the Voice Mail viewer.

•

Speed Dial: The Speed Dial viewer manages and initiates calls to your speed dial

contacts. Section 8.5.1 on page 110 describes the Speed Dial viewer.

•

Queue Monitor: The Queue Monitor displays the calls that are ringing into your

workgroups and waiting on your workgroup queues. Section 12.4.1 on page 149 describes the Queue Monitor.

•

Agent Monitor: The Agent Monitor displays the name, extension, and status of all

agents in your workgroups. Section 12.4.2 on page 151 describes the Agent Monitor.

•

Bridged Call Appearance Monitor: The Bridged Call Appearance Monitor displays

the Bridged Call Appearances for which your phone is configured to answer. Section 12.4.4 on page 156 describes the Bridged Call Appearance Monitor

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3.4 Toolbar Customization

ShoreTel Communicator allows you to customize toolbars with functionality related to that particular window. By default the buttons on the toolbar display an image and text. ShoreTel Communicator allows the user to configure the appearance of these toolbars. The following features are available:

•

Change the button style (for one button or group of buttons) between Text Only, Image Only and Image and Text.

•

Show or hide a button or group of buttons on the toolbar to save screen space.

•

Move a button or group of buttons on the toolbar, so that frequently used buttons

appear before others.

The ShoreTel Communicator toolbars that support this feature displays an additional Customize button, which will open the Toolbar Customization dialog:

Figure 3-17 Customization Option

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The button style can be changed by clicking on the style cell will display a drop-down list, where the user can pick one of the available choices:

•

Image and Text

•

Image Only

•

Text Only

The Customize button can be customized, but it cannot be removed from the toolbar. If the

Show field is unchecked for this button, it will be ignored when the dialog is closed. All

other buttons can be hidden and customized.

The modified toolbar layout will be saved and restored in future ShoreTel Communicator sessions. The buttons can be customized directly on the toolbar, without having to launch the customization dialog. In this scenario only individual buttons or all the buttons can be changed at the same time, it is not possible to select a group of buttons and apply a style, directly from the toolbar.

The following context menu opens when you right-click on a button that you can customize.

Figure 3-19CCustomize Button Context Menu

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4

Voice Calls

4.1 Introduction

ShoreTel Communicator provides a Graphical User Interface for initiating and handling your voice calls. ShoreTel Communicator operations and features that support, handle, and manage your voice calls include:

•

extension assignment to a device

•

configuring call device options

•

initiating a voice call

•

managing incoming calls

•

operations during an active call

•

specialty calls: conference, video, intercom, and pages

•

history viewer

•

call routing slips

4.2 Extension Assignment

Extension assignment specifies the device to which ShoreWare routes your calls. The following sections explain the options for receiving calls at your default home device, at your SoftPhone, or at other devices through Extension Assignment.

The Device button on the Assignment bar displays the audio device that is currently assigned to the user’s extension.

4.2.1 Primary Device

Your primary device is the phone that is plugged into your home port, as configured by your administrator. The home device can only be changed by your system administrator.

To assign your Primary Device to your extension, perform one of the following:

•

Click the Application Button and select Extension Assignment -> Primary Phone.

•

Click the Assignment Button on the Assignment Bar and select Primary Phone.

•

Right click the ShoreTel icon in the System Tray and select Extension Assignment -> Primary Phone.

•

Press Ctrl+Shift+M.

The Assignment button displays the Home icon to indicate that your extension is assigned to your home device.

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4.2.2 SoftPhone

SoftPhone is a ShoreTel Communicator component that performs voice calls and voice mail functions directly through the computer running ShoreTel Communicator. After users assign their extension to SoftPhone, they use the computer's audio devices to place or receive voice calls and send or receive voice messages. SoftPhone is a licensed feature that requires administrator authorization.

Chapter 4 on page 37 describes SoftPhone.

To assign SoftPhone to your extension, perform one of the following:

•

Click the Application Button and select Extension Assignment -> SoftPhone.

•

Click the Assignment Button on the Assignment Bar and select SoftPhone.

•

Right click the ShoreTel icon in the System Tray and select Extension Assignment -> SoftPhone.

•

Press Ctrl+Shift+S.

The Assignment button displays the SoftPhone icon to indicate that your extension is assigned to the SoftPhone.

4.2.3 Extension Assignment

4.2.3.1 Description

Extension Assignment is an extension assignment option that forwards calls to a designated system device or a remote telephone connected to the PSTN. Extension Assignment requires authorization from your administrator.

Activating Extension Assignment from a system telephone assigns your extension to that device. When activating Extension Assignment from a remote device, you maintain an on-system extension presence by mapping your ShoreWare extension to the external device. ShoreTel Communicator displays calls that Extension Assignment forwards to your specified device. You can manage these calls in ShoreTel Communicator as if you received them through your home device.

• The device to which Extension Assignment assigns your extension rings when you receive a call. The active Call Handling Mode determines the disposition of unhandled calls.

• ShoreTel Communicator provides all call management functions except call answer. Extension Assignment calls must be answered on the assigned device.

• Voice calls made and received while Extension Assignment is active are placed in the extension’s call stack. Calls cannot be parked on an extension where Extension Assignment is active.

4.2.3.2 Activating Extension Assignment

To assign your extension to a device specified by Extension Assignment, perform one of the following:

•

Click the Application Button and select Extension Assignment -> Extension Assignment.

•

Click the Assignment button on the Assignment Bar and select Extension Assignment.

•

Right click the ShoreTel Tray icon and select Extension Assignment -> Extension Assignment

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•

Press Ctrl+Shift+O

•

Select Enable Extension Assignment from the Options and Preferences: Extension

Assignment panel, as described in Section A.2.5 on page 189.

The Extension Assignment option is not available until a phone number is entered into the External Number field located on the Options and Preferences: Extension

Assignment panel.

When Extension Assignment is active, the Assignment button displays the telephone number of the assigned device.

You specify the phone number of the assigned Extension Assignment device on the

Options and Preferences: Extension Assignment panel, as described in Section A.2.5 on

page 189.

4.2.3.3 Configuring Extension Assignment

The Options and Preferences: Extension Assignment panel specifies the Extension Assignment device, configures other Extension Assignment settings, and activates Extension Assignment for your extension.

Section A.2.5 on page 189 describes the Options and Preferences: Extension Assignment panel.

4.3 Configuring Device Options

4.3.1 Handsfree Mode

Handsfree mode defines a telephone state where the phone is always off hook and the dial tone is suppressed. This mode clears the audio path immediately at the conclusion of a call, allowing you to initiate a call without hanging up the phone from a previous call. Although Handsfree mode is typically used with a headset, this parameter is independent of the active audio path.

To access the Handsfree mode activation parameter:

•

Press Ctrl+O.

Step 3 Select the preferred handsfree mode option by setting Suppress dial-tone when

off-hook (headset mode for analog phones) as follows:

•

Check Suppress dial-tone when off-hook (headset mode for analog phones) to enable Handsfree mode.

•

Clear Suppress dial-tone when off-hook (headset mode for analog phones) to disable Handsfree mode.

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4.3.2 Call Stack Size

The call stack size determines the maximum number of calls that you can handle through ShoreTel Communicator. Calls that you receive while your call stack is full are managed as busy. The call stack size configured through ShoreTel Communicator is subject to the maximum size configured for your extension by the System Administrator. Consult your System Administrator to increase maximum call stack size for your extension.

When your call stack is full, ShoreTel Communicator permits one additional outbound call for performing consultative conferences and transfers.

To configure your call stack size

•

Right click the ShoreTel Communicator icon in the System Tray and select

Options.

•

Press Ctrl+O.

Step 3 Enter the call stack size in the Maximum number of active calls to show field.

Section A.2.11 on page 198 describes the Options and Preferences: Telephony panel.

4.3.3 Specifying the Default Auto Off-Hook Device

The Default AutoOff-Hook Preference specifies the audio path that the system activates when you place or receive a voice call. SoftPhone and several ShorePhone models support Automatic Off-Hook Device selection.

To configure the Default Off-Hook audio path preference:

Step 1 Right click the ShoreTel Communicator icon in the System Tray or the ShoreTel

icon in the left hand corner of the ShoreTel Communicator window.

Step 2 Select the preferred audio path by setting Default audio path for automatic off-hook:

•

Speaker: The speaker and external microphone on your active device is the

default audio path.

•

Headset: The headset on your active device is the default audio path.

•

Wireless Headset: The wireless headset on your active device is the default

audio path.

•

Bluetooth: The Bluetooth headset is the default audio path on phones that

support Bluetooth.

Section A.2.11 on page 198 describes the Options and Preferences: Telephony panel.

4.3.4 Suppressing the Call Waiting Tone

The Call Waiting Tone is a signal inserted into the audio path during a voice call to alert you of an inbound call. Suppressing the call waiting tone prevents your receipt of this signal. Calls that you receive when the Call Waiting Tone is suppressed are handled as

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To access the Call Waiting mode suppression parameter:

•

Right click the ShoreTel Communicator icon in the System Tray and select

Options.

•

Press Ctrl+O.

Step 3 Select a call waiting tone option by setting Suppress call waiting tone for subsequent

calls as follows:

•

Select Suppress call waiting tone for subsequent calls to disable the tone.

•

Clear Suppress call waiting tone for subsequent calls to activate the tone. Section A.2.11 on page 198 describes the Options and Preferences: Telephony panel.

4.4 Making a Call

You can initiate voice calls from the Main window and from Viewers that display contact names or numbers. This section contains procedures for initiating calls from QuickDialer, the Make New Call panel, and from ShoreTel Communicator viewers.

To initiate a call by selecting a name or number from the QuickDialer drop down menu: Step 1 Perform one of the following:

•

Begin entering the contact name or number in the data entry field.

•

Press the Redial icon located on the right side of the data entry field.

Refer to Figure 4-1 for the location of the QuickDialer components. Section 3.1.2.5 on page 24 describes QuickDialer.

Step 2 Select the desired contact in the drop-down menu.

Step 3 Double click the menu entry, press the Enter key, or click the Go arrow.

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To initiate a voice call through the Make New Call panel: Step 1 Perform one of the following:

•

Right click in the Active Call Area and select Make Call.

•

Select Dial -> Make Call from the Main Menu.

•

Click the Application Button and select Dial -> Make Call.

•

Right click the ShoreTel icon in the System Tray and select Dial -> Make Call

•

Press Ctrl+Alt+D

ShoreTel Communicator displays the Make New Call dialog box, as shown in Figure 4-2.

Step 2 Begin entering the call recipient’s name or number in the data entry field at the top

of the panel.

The table lists entries from your directory, filtered by data entry field contents.

Step 3 Select the desired recipient in the table.

The Dial Digits field, located above the buttons at the bottom of the panel, lists the number to be dialed after you select a table entry.

Step 4 Press the Make Call button at the bottom of the panel.

To initiate a call from a specific ShoreTel Communicator Viewer, refer to the manual

section that describes that viewer.

ShoreTel 11. ShoreTel Communicator for Windows Guide

ShoreTel Communicator for Windows

Guide

RELEASE 11

USER GUIDES

Trademarks

Patents

Version Information

Company Contact Information

Table of Contents

C

1 I

. . . 11

ShoreTel Communicator for Windows . . . 11

ShoreTel Communicator Access Levels . . . 11

System Requirements . . . 13

C

2 G

S

. . . 15

Introduction . . . 15

Installation . . . 15

Access to ShoreTel Communicator . . . 16

Usage Preferences . . . 19

C

3 A

S

T

C

. . . 21

ShoreTel Communicator Windows . . . 21

Viewing Modes . . . 32

Viewers . . . . 34

Toolbar Customization . . . 35

C

4 V

C

. . . 37

Introduction . . . 37

Extension Assignment. . . 37

Configuring Device Options . . . 39

Making a Call . . . 41

Managing Incoming Calls . . . 43

During an Active Call . . . 59

Specialty Calls. . . 68

Call Intervention . . . 74

History Viewer . . . 77

Call Routing Slips . . . 80

C

5 I

M

. . . 83

Description . . . 83

The Instant Message Window . . . 83

Conducting an IM Conversation . . . 84

Configuring Instant Messaging . . . 86

C

6 P

. . . 87

Description . . . 87

Presence Types . . . 87

Displaying Presence . . . 90

IM Presence Privacy . . . 92

C

7 S

P

. . . 95

Introduction . . . 95

Using the SoftPhone . . . 95

Configuring SoftPhone . . . 96

C

8 M

A

E

. . . 97

Introduction . . . 97

Directory Viewer . . . 97

Importing Contacts from other applications. . . 109

Speed Dial . . . 117

C